At Powell’s Books, if a customer tries to buy a used book that’s out of stock, they’ll send them a new one for the same price. That way, instead of waiting for the book to come back in stock, the customer gets upgraded.

Powell's Books

Photo from Sunny Sunflowers.

This is how a small bookseller competes with someone like Amazon. When something goes wrong, they don’t just fix the problem, they give them a reason to come back.

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